Order Cancellation Request — Before Dispatch vs After Dispatch

We understand that you may sometimes want to cancel an order.
Whether we can cancel your order depends on whether it has already been dispatched and your reason for cancellation.

This article explains:

• What happens before dispatch

• What happens after dispatch

• How refunds and returns work under our policy

Step 1 — Has Your Order Been Dispatched?

Check your email for a shipping or dispatch confirmation with a tracking number.

• If you have received a tracking number → the order has been dispatched

• If not → it may still be cancellable

If you’re unsure, contact us immediately with your order number so we can check the status for you.

Cancelling BEFORE Dispatch

If your order has not yet left our warehouse, we can usually cancel it.

To request cancellation:

1. Email us with:
   • Your order number
   • Full name on the order
   • “Cancellation request” in the subject

2. Send to:
   tracking@starpoweradvancesolartechnology.com

What Happens Next

Once cancellation is confirmed:

✔ Your order is stopped before dispatch
✔ Payment is refunded to the original payment method
✔ Refund confirmation is sent by email

Refund timeframe:

• Card payments → typically 2–5 business days

• Bank transfers → typically 1–3 business days

No dispatch = no restocking fee.
Shipping costs are refunded only if the order hasn’t been dispatched yet.

Cancelling AFTER Dispatch

Once the order has been shipped:

? We cannot stop transit or redirect orders in most cases
? You must follow the standard returns process

If you choose not to keep the item:

1. Accept delivery

2. Initiate a return under our Change-of-Mind or other applicable return reason (see below)

3. Return the item to us

Your Return Options After Delivery

1) Change-of-Mind Return

Under our refund policy:

• You may return products within 14 days of receiving your order

• The item must be unused, in original condition and packaging, and suitable for resale

Please note:

• Return shipping is at your expense

• A 15% restocking fee may apply

• Original shipping costs are not refundable

To start a return, submit a support ticket with:

• Your order number

• Product(s) you’re returning

• Reason for return

We will guide you through the next steps.

2) Faulty, Damaged or Incorrect Item

If the order was shipped but:

• The item is damaged

• The item is faulty

• The wrong item was sent

Notify us within 48 hours of delivery with photos showing:

• Outer packaging

• Item received

• Shipping label

We will assess the claim and, if approved:

✔ Replace the item
✔ Or issue a full refund (including original shipping)

Important Notes

• Custom or special-order items may not be returnable under change-of-mind terms.

• Some items (e.g. opened batteries, electrical components) may not be returnable.

• If the reason for return is a fault, we do not apply restocking fees.

How Refunds Work

Once we receive and inspect a valid return:

• Refunds are processed within 3–7 business days

• The refund goes back to the original payment method

• You’ll receive confirmation when it’s complete

Need Help With Your Cancellation or Return?

If you’re unsure whether your order can be cancelled or how to start a return, submit a support ticket with:

✔ Order number
✔ Reason for cancellation or return
✔ Photos (if applicable)

We aim to assist you quickly and make the process as smooth as possible.